Reducing wait times, especially in Emergency and Outpatient services, has boosted satisfaction, now averaging 60% with a 35.26-minute wait. Asian patients experienced an 8% drop-in wait times (to 32.84 minutes), raising satisfaction to 75%. Cultural competence training and proactive management for ages 51-60 have enhanced trust, leading to faster diagnoses and higher satisfaction.
Extended wait times near 60 minutes drastically lower satisfaction, with patients waiting over 55 minutes reporting just 58% satisfaction and a score of 2.46. This stress and discomfort highlight the need to reduce prolonged waits to improve overall satisfaction, which currently averages 60% with a score of 4.73.
Current average wait time: 35.26 minutes
Targeted reduction: 10%
New average wait time: 31.73 minutes
Current satisfaction rate: 60%
Expected satisfaction rate improvement: 15%
New satisfaction rate: 75%
Initial System Costs: $250,000
Expected Increase in Patient Satisfaction Rate: 15%
Revenue Generation:
Each 1% increase in satisfaction rate correlates with a 0.5% increase in patient return rates and referrals.
Total increase in patient returns rates and referrals: 15%×0.5=7.5%15\% \times 0.5 = 7.5\%15%×0.5=7.5%
Additional revenue: $500,000 ×\times× 7.5% = $375,000
Effect of waiting time on patient satisfaction in outpatient: An empirical investigation